Creating Surveys and Analyzing Survey Reports

Objective

After completing this lesson, you will be able to create surveys and find reports for analyzing survey data.

Surveys

What is a Survey?

WalkMe Surveys are used to collect feedback from users, and the survey data can then be tracked by WalkMe’s analytics platform (Insights). Surveys can be customized with different question types, set to play at various frequencies, or configured to play automatically.

The Survey app can be presented to your end users by linking it with a ShoutOut, Launcher, or adding it to the end of a Smart Walk-Thru.

The data collected with a Survey is available in Insights, using this information can allow you to make informed decisions on what you what to pinpoint next, how users are adopting a new process, or what users think of a particular site feature.

Example of a Survey that is initiated from a Launcher with a NPS rating system

The figure shows an example of a Survey that is initiated from a Launcher with a NPS rating system

When to use a Survey?

Surveys can be implemented at any stage of your WalkMe build: as an initial questionnaire for users to pinpoint problems, or during Smart Walk-Thrus and through Launchers and ShoutOuts to collect ongoing data and assess knowledge. We recommend using Surveys in one of two ways:

  1. Ask your users about WalkMe — Add a Survey at the end of a guidance flow to ask if it was helpful.

    Make sure the Surveys’ colors and design are similar to other WalkMe deployables.

  2. Ask your users about your website/application.

    Launch a Survey asking users about a certain feature in the site, a change, or anything you want to ask your users.

    In this case, you should design the survey to look more native to your website/application.

An example of a different type of Survey with custom questions added

The figure shows an example of a different type of Survey with custom questions added.

Survey Use Cases

Knowledge Test:
Test the knowledge of employees after they have learned a new process.
Feedback:
Get feedback from customers about a new feature that has just been released.
Net Promoter Score:
Understand customer loyalty and satisfaction.
User Input:
Ask your users what topics they need help with.

Example of survey use case

The figure shows an example of survey use case.

How to Create a Survey?

Scenario
Eddie's website - Subscription Page

In order to get a good assessment and feedback on their content, Eddie's team wants to get a sense of what people think of the new feature and get a recommendation of what kinds of products customers would like to see in the future.

We will create a Survey and attach it to the end of the Subscription Treat Smart Walk-Thru and add it to a Launcher that will be placed on the My Subscription page.

Step 1
Add a New WalkMe Item
Select Survey from the list of options.

In the Editor, click the Add New WalkMe item button, and select Survey from the list of options.

Step 2
Name the Survey
Create a new Survey

Title your Survey: Subscription Survey Feedback and click OK.

Step 3
Click the +Q to Add a Single Select Question
Add a single select question to the survey

At the top of the Editor, to add your first question click on the +Q and complete the following:

  1. Question Type: Single Selection.
  2. Title: Do you like the new subscription service?
  3. Answer: YES, NO.
  4. Click Done.
Step 4
Click the +Q to Add Free Form Question
Add a free form question to the survey

To add another question click on the +Q and complete the following:

  1. Question Type: Free Text.
  2. Title: What additional products would you like to see?
  3. Click Done.
Step 5
Create the Launcher
A Launcher on My Subscriptions page

In order for your users to access your Survey, you'll need some way for them to engage with it. You will need to use your skills from Builder I to create a Launcher using the image as a mock-up.

Follow the instructions to get to the page where the Launcher should be placed and Design settings:

  1. Login using the following credentials:

    Username: training@walkme.com

    Password: WalkMe123!
  2. Navigate to https://www.eddiesdepot.com/account/my-subscriptions
  3. Place Launcher next to My Subscriptions (Hint: you'll need to change Position From Element to Inner).

  4. Launcher Design

    Text: #FFFFFF

    Background: #FF5F42

    Border: NONE

    Shadow: NONE

  5. Set the Action to Survey and select the Subscription Service Feedback you just created.
Step 6
Attach the Survey to the End of Smart Walk-Thru
Add another question

To add another question click on the +Q and complete the following:

  1. In the Editor, open up your Subscription Treat Smart Walk-Thru.
  2. Click Initiators.
  3. Click on End Experience at the bottom.
  4. Set the Subscription Service Feedback Survey for BOTH "When user clicks 'x' " and "When user completes the Walk-Thru.
  5. Set the Frequency to Once for both options.
Summary

That's it for creating and attaching Surveys to engagement points like Launcher and Smart Walk-Thrus. Surveys are a great way to get feedback about your WalkMe content or general feedback about your application/site. It's important to remember to either add them to the end of your Smart Walk-Thru or create a Launcher otherwise users have no way to engage with them!

In this case, we attached them to both for extra practice. Keep in mind you can also attach them to ShoutOuts as well.

Hands-on Practice: Building a Survey

Disclaimer

Instructions

In this section, you'll be building a Survey for the KLAW website. You will need to complete the following tasks:

  1. Create an NPS Survey for the KLAW application.
  2. Create a Launcher to ensure users engage with the Survey.
Step 1: Survey Requirements
Example of question for NPS score

The Survey does not need to have multiple questions, just an NPS score similar to the image provided.

For this, do not worry about design, since this can vary depending on the Editor. Survey Designs changes are usually done with CSS in the Global Settings.

Step 2: Launcher Requirements
Sample of a Launcher

The Launcher should be similar to the mock-up provided in terms of position.

Launcher Design

Hex code: #71CCDD

Summary

There aren't too many variations in Surveys, fortunately. When you're ready you can check out the answer section to see the build process.

Answer Guide

This answer guide will review how to implement the SmartTips on the KLAW site as described in the above building task. Be sure to try it out on your own before looking at the answers!

KLAW Feedback Survey

This review video will go over the possible solution for creating the Launcher and Survey for the given scenario above.

Note

Design might vary from the mock-up based on Design changes and settings in your Editor. This is OK, as long as you have the fundamental basis of being able to create the Survey.
Step 1: Survey + Launcher Video Guide

Review the video for a step by step guide on building the Survey + Launcher solution.

Summary

NPS Surveys are a useful way to get quick feedback about your products and features. It is one of the most common ways that WalkMe Surveys are used. Remember, these can also be added to the end of a Smart Walk-Thru to increase the number of responses that you get on Insights.

(Optional) Hands-on Practice - Building a Survey

Disclaimer

If you need additional practice, feel free to check out the content below to get more practice in creating Surveys.

Scenario

The Eddie's Depot team would like us to create a Survey that plays at the end of a Smart Walk-Thru that they have created to help users submit support requests via their contact form. They wish to implement the following line items:

  • They want the Survey to be a normal Survey labeled "Site Improvement Survey."

  • They want the Survey question to be a Free Text question and would like the Title field to include the following text: "How can we improve our site?"

  • They want this Survey to only play after the user completes the Smart Walk-Thru.

Give it a try and check out the "Let's Review!" video below to compare the work. If you're stuck, feel free to check out the "Need Help?" tab for guidance.

Answer Guide
Video Guide

Review the video for a step by step guide on building the solution.

Need Help?

  1. Navigate to the Survey app in the Editor and click on the '+' icon to make a Survey

  2. In the name field, label the Survey "Site Improvement Survey." Click Continue when done.

  3. Create a question by clicking on the '+' icon with the "Q" label and change the Question Type to Free Text.

  4. In the Title field of the question, type in "How can we improve our site?" Click Done and Save.

  5. Navigate to the Smart Walk-Thru app and open the applicable Smart Walk-Thru.

  6. Click on the Initiators button and expand the End Experience section.

  7. In the Survey dropdown, select "Site Improvement Survey."

  8. Click Save and enter Preview mode to test your work.

Summary

Now, you can feel confident building surveys to gather user feedback directly in your site/application!

To recap, we covered:

  • What surveys are.
  • Survey use cases.
  • How to create surveys using WalkMe.
  • Where to find reports for analyzing Survey data.

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